Delivery in the Greater Trois-Rivières area by our delivery partner.

Delivery times

Local delivery is carried out within approximately 24 to 48 business hours, Monday to Friday, by our delivery partner.

A notification may be sent by email or text message to allow you to track your order.

Important conditions

• Only one delivery attempt will be made
• If you would like the order to be left at a specific location, you must clearly indicate this in the order comments
• When an order contains products that must be kept cold, it is the customer's responsibility to arrange a suitable location for receiving them, including a cooler if needed
• Santé en Vrac cannot be held responsible for the deterioration of products left unattended at the customer's request

We use various carriers to offer the best possible balance between cost, speed and service quality.

Our fairies commit to preparing orders containing in-stock products within approximately 24 business hours.

Santé en Vrac also reserves the right to refuse the shipment of any product deemed too fragile, too heavy, too bulky or otherwise unsuitable for postal transport.

Delivery address

It is the customer's responsibility to provide a complete and accurate delivery address.

• No refund of shipping fees will be granted in the event of an address error attributable to the customer
• We do not deliver to P.O. boxes

Packages over 10 kg

The rates shown apply to standard packages up to 10 kg.

If the total weight of the order exceeds this limit, additional fees may apply. The customer will be contacted before shipping to authorize the additional fees, modify the order or cancel it.

Remote or special-service areas

Some addresses may be considered remote or subject to special carrier fees, even within a province already covered by the rates above.

In such cases, Santé en Vrac will contact the customer before shipping. The order will not be sent with additional fees without the customer's approval.

Additional fees may apply in the following cases:

• The package exceeds 10 kg
• The package is too bulky or requires special handling
• The delivery address is located in a remote or special-service area
• Certain products or formats are excluded from free delivery, notably some original formats already offered at a reduced price

Despite all the care taken in packaging, damage, loss or breakage can occur during transport.

The customer must write to info@santeenvrac.com within a maximum of 24 hours after receiving the package, providing:

• The order number
• A clear description of the situation
• Photos of the package, packaging and affected products

Any claim received after the deadline or without sufficient proof may be refused. Each case will be analyzed individually.

If you believe an error has been made in your order, please write to us promptly at info@santeenvrac.com.

To speed up processing, please include:

• Your order number
• A description of the problem
• A photo, if applicable

Order error requests are generally processed within approximately 72 business hours.

To request the cancellation of an order, you must send us a written message as soon as possible.

If the order has not yet been prepared, processed, ordered from a supplier or shipped, it may be cancelled at no charge, at Santé en Vrac's discretion.

If the order has already been prepared, packed, specially ordered for you or shipped, cancellation or handling fees of 25% may be withheld, in addition to any applicable shipping fees.

Special orders

No refund or cancellation will be granted for special-order products, including products ordered specifically for a customer from a supplier.

For reasons of hygiene, food safety, traceability and quality control, no returns are accepted in the following categories:

• Bulk products
• Fruits and vegetables
• Fresh, refrigerated or frozen products
• Perishable products
• Special orders

No refund will be granted for a fruit or vegetable that does not ripen or whose natural evolution is beyond the reasonable control of Santé en Vrac.

If, exceptionally, a return is authorized by Santé en Vrac, the product must be returned in its original condition, unopened, unused and in its original packaging, when applicable.

Any authorized refund may be issued as a credit note, gift card or according to the original payment method, at Santé en Vrac's discretion or as required by applicable law.

The refund, if any, will apply to the eligible amount paid, less shipping, return, handling fees and any other applicable charges.

Processing a refund can take 1 to 7 business days after the returned product has been received and evaluated.

• All sales are considered final, except in cases expressly provided for below
• Returns, exchanges and refunds are exceptional and subject to strict conditions
• Important: any return must first be pre-approved by email before you come to the store
• We reserve the right to refuse any return that does not comply with this policy

In all cases, the request must be made by email, within these deadlines, to be considered.

Before coming to the store with a product to return:

• The person serving you at the cash is fully part of the Santé en Vrac team and family
• They are mandated to apply the policy as written
• It is not possible to speak with a "supervisor" or the owner directly at the cash, or to bypass the policy by asking for "someone higher up"
• The only way to communicate with the owner about a return or dissatisfaction is by email: info@santeenvrac.com, explaining the situation
• Any special request or exceptional situation is reviewed in writing, to ensure a fair, consistent and respectful decision for all

Subject to email pre-approval, the following may be eligible for a return or exchange:

• Non-perishable products, unopened, in their original packaging, clean, intact and resaleable

Examples:

• Zero-waste items (certain containers, accessories, etc.)
• Unopened dry grocery products (cereals, pasta, packaged legumes, etc.)

If the return is authorized, we may offer:

• An exchange, or
• An in-store credit (valid in store or online), or
• More rarely, a refund, depending on the situation

For reasons of safety, food hygiene and common sense, no returns are accepted in the following categories, unless we have made a clear error:

Bulk products

• No returns or refunds, except for a billing error reported on-site or immediately after purchase (e.g., incorrect tare, wrong reference)

Fresh fruits and vegetables, herbs, sprouts, etc.

• Ripeness, texture, and the way the product is stored/consumed are beyond our control once the product has left the store
• No returns accepted for these products

Refrigerated or frozen products

• Prepared meals, frozen products, meat, substitutes, cheeses, frozen desserts, tortillas, etc.
• In particular: any product brought back thawed, after transport or time at home, cannot under any circumstances be taken back or refunded

Hygiene or cosmetic products

• No returns if the product is not sealed, or if the packaging is broken or opened, for hygiene reasons

Any product whose preservation depends on home conditions

• Refrigeration, freezing, time out of the fridge, exposure to heat, etc.

Standard returns (eligible, non-defective products)

• You will be issued an in-store credit
• This credit is valid in store or online, according to the terms indicated

Defective products or billing errors

• After review and validation, the refund may be issued using the original payment method, or as a credit, depending on the case

If you believe that:

• The product was defective at the time of purchase
• The expiry / "best before" date had already passed at the time of purchase
• We have made a billing error or given you the wrong product

Proceed as follows:

After review, if the error or defect is confirmed, we may offer:

• A replacement product, or
• An in-store credit, or
• A refund according to the original payment method

All products returned for these reasons are removed from sale and destroyed if necessary, in accordance with food safety standards.

In some cases, Santé en Vrac offers products whose minimum durability date or "best before" date has passed, for both natural products and grocery items.

• These products are put on sale only when they are still considered safe to consume, according to our quality standards and in compliance with applicable regulations
• They are clearly identified in-store
• They are offered at a significant discount (often 30% or more)
• They are always sold as final sale: non-exchangeable, non-refundable, non-returnable

Keep an eye out: these small-price products go quickly, but they can never be returned.

Santé en Vrac cannot be held responsible for:

• Delays caused by a carrier
• A package delayed, returned or lost due to an incorrect address provided by the customer
• Deterioration occurring after delivery when a package has been left unattended at the customer's request
• Any delay or impossibility of delivery caused by weather, a strike, a service disruption, an event of force majeure or any other situation beyond its reasonable control
• The ripening, storage or deterioration of any product once it has left the store

Our priority is to:

• Protect your health
• Ensure the safety of our products
• Preserve the viability of our small local business

We apply the same policy for everyone, to be fair and consistent.

Thank you for respecting the work of the people at the cash who apply these rules on behalf of the whole team.